Client Success Manager — NetSuite Solutions

Overview

Baker Tilly is a leading advisory, tax and assurance firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world’s leading financial centers – New York, London, San Francisco, Los Angeles, Chicago and Boston. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) provide professional services through an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws, regulations and professional standards. Baker Tilly US, LLP is a licensed independent CPA firm that provides attest services to its clients. Baker Tilly Advisory Group, LP and its subsidiary entities provide tax and business advisory services to their clients. Baker Tilly Advisory Group, LP and its subsidiary entities are not licensed CPA firms.

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Job Description:

Baker Tilly's NetSuite Solutions practice is one of the fastest-growing technology consulting groups in the firm. As an Oracle NetSuite partner operating under a Transaction Management Agreement (TMA), we sell both the NetSuite license and the implementation services that surround it, giving us a complete, differentiated offering in the mid-market ERP space.

We are seeking a Client Success Manager to join our experienced NetSuite Practice Client Success team within Baker Tilly's Professional Sales Organization (PSO). Leveraging the resources, tools, and expertise of the PSO, this role will collaborate closely with Client Success and NetSuite Practice colleagues to advance shared sales, client success, and growth objectives. The NetSuite Practice is part of Baker Tilly's Digital Advisory Services group.

The Client Success Manager is a senior, quota-aligned role accountable for a portfolio of client relationships that includes a significant number of Strategic Enterprise clients alongside Growth and Mid-Market clients. The Manager adapts the depth and cadence of engagement to each client's tier and potential, while serving as the client's trusted advisor before, during, and after the sale: leading the pursuit of NetSuite license, renewal, and services project opportunities within assigned accounts, orchestrating cross-functional pursuit teams to scope and close engagements, and owning the ongoing client success relationship after projects are sold and delivered. The Manager is also expected to model best practices for the team, contribute to the continuous improvement of client success and sales operations processes, and provide informal guidance to less-tenured Client Success colleagues.

Grit is central to success in this role. We define grit as a commitment to long-term client success, demonstrated through consistent effort, resilience in the face of obstacles, and the passion to persist until goals are achieved, even when progress is slow or challenges arise. Client success is built over multiple renewal cycles, complex project engagements, and sometimes difficult moments, and the Manager is expected to bring that persistence to every account in the portfolio.

Key Responsibilities

Strategic Client Relationship Management

Own and grow a diverse portfolio that includes a significant number of Strategic Enterprise clients as well as Growth and Mid-Market clients, developing and executing account plans aligned with client tiering, business priorities, and Baker Tilly's practice objectives.

Build and sustain executive-level relationships, including CFOs, COOs, controllers, and IT leaders involved in ERP decisions, serving as the client's trusted advisor throughout the full client lifecycle. Apply the greatest depth of executive engagement to Strategic Enterprise clients while maintaining credible, valued relationships with Growth and Mid-Market clients.

Tailor engagement models to each client segment, using high-touch, executive-level strategic planning for Strategic Enterprise clients and efficient, scalable, yet personal engagement for Growth and Mid-Market clients; conduct intentional, scheduled engagement, including business reviews, aligned with client tiering; assess client needs, communicate Baker Tilly's value proposition, solicit feedback, and connect clients with appropriate internal contacts and solution teams.

Serve as the executive-level liaison for escalated matters, coordinating with sales, service, product, PMO, consulting, and development teams to resolve issues quickly and protect client confidence.

Drive high levels of client retention, reference ability, and advocacy, including the development of client success stories, testimonials, and case studies.

Prioritize time and resources across the portfolio, balancing the needs of strategic accounts with the growth potential of Growth and Mid-Market clients, and identify Growth and Mid-Market clients ready to expand into higher-value relationships.

Monitor assigned accounts for reference ability and satisfaction, support client satisfaction surveys, and track and help resolve support cases requiring escalation.

Services Project Sales & Team Selling

Manage IT project services sales cycles from opportunity identification through close, including uncovering needs within existing accounts, qualifying opportunities, and presenting services project proposals to client stakeholders.

Partner with technical solution architects to scope NetSuite implementation, optimization, managed services, consulting, and development engagements.

Orchestrate cross-functional pursuit teams (sales, solution architects, PMO, and delivery leaders), setting pursuit strategy, clarifying roles, and keeping the team aligned from initial need through close.

Position software and services together as an integrated solution for finance, procurement, and business operations leaders, selling both software products and professional services as part of an integrated account strategy.

Serve as a pre-sales resource for clients, new leads, and prospects, as appropriate.

Revenue Growth & Account Strategy

Develop and execute account strategies to expand recurring product revenue and services revenue within assigned Baker Tilly client relationships across Strategic Enterprise, Growth, and Mid-Market segments.

Identify, qualify, and scope client needs for NetSuite, SuiteApps, Baker Tilly Subscription Billing, and complementary third-party software solutions.

Own license renewal and upsell strategy for assigned accounts and ensure renewal and upsell transactions are processed accurately and in a timely manner.